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I now work for a different dept in my center, an ISP that shall remain nameless.
Like any ISP, we can't just give out the username and password. Even if the client verifies the name and address, we need to verify at least one of the following: last 4 of the social, account #, or in extreme cases we can have them unplug the modem which will make it show up as not synced in our system.
So guy calls in saying he needs the username and password so he can log into our webmail site. He says he needs to read some emails as he is out of state. Automatically, that throws out being able to verify by unplugging modem. In addition, he didn't have his social on file nor his account # (2nd could be a fail by the sales team, 1st could have been the result of client refusing to give it to us).
Lastly, he can get that info added by another dept, but they were closed by that time.
So, here goes the SC part....
Me: Unfortunately, as we have no way to verify you, I can't give you the email and password.
SC: I gave you my name and address, isn't that enough?
Me: Due to rules, no. Since you don't have the last 4 of the social nor the account # on file, and since you're not at home where I can physically verify you by having you unplug the modem, I am prevented from divulging the info at this time.
SC: God dammit, I am [sucky customer]! I need to read my emails!
Me: Unfortunately, due to not being able to verify you I cannot divulge that info. My recommendation is to wait until one of our billing departments open on Monday, they can add your.....
SC: *Cuts me off.* That's not acceptable! I called in for a simple matter, this is poor customer service!
Me: I'm sorry you feel that way sir, but it's standard practice all over the industry to verify info. Wait until you get home, or call the billing department on Monday and have them add the....
SC: *Cuts me off AGAIN.* Yeah, I'll call on Monday.... to cancel my account! And if they ask why, I'll say your agent refused to give me info that I am legally entitled to ask for! Bye!
*Click.*
Okay, first off, even if he does cancel and goes with another ISP, they have the same practice as well. I think it's a federal thing actually, and I'm not risking my job because this guy refused to add verifiers to his account.
Like any ISP, we can't just give out the username and password. Even if the client verifies the name and address, we need to verify at least one of the following: last 4 of the social, account #, or in extreme cases we can have them unplug the modem which will make it show up as not synced in our system.
So guy calls in saying he needs the username and password so he can log into our webmail site. He says he needs to read some emails as he is out of state. Automatically, that throws out being able to verify by unplugging modem. In addition, he didn't have his social on file nor his account # (2nd could be a fail by the sales team, 1st could have been the result of client refusing to give it to us).
Lastly, he can get that info added by another dept, but they were closed by that time.
So, here goes the SC part....
Me: Unfortunately, as we have no way to verify you, I can't give you the email and password.
SC: I gave you my name and address, isn't that enough?
Me: Due to rules, no. Since you don't have the last 4 of the social nor the account # on file, and since you're not at home where I can physically verify you by having you unplug the modem, I am prevented from divulging the info at this time.
SC: God dammit, I am [sucky customer]! I need to read my emails!
Me: Unfortunately, due to not being able to verify you I cannot divulge that info. My recommendation is to wait until one of our billing departments open on Monday, they can add your.....
SC: *Cuts me off.* That's not acceptable! I called in for a simple matter, this is poor customer service!
Me: I'm sorry you feel that way sir, but it's standard practice all over the industry to verify info. Wait until you get home, or call the billing department on Monday and have them add the....
SC: *Cuts me off AGAIN.* Yeah, I'll call on Monday.... to cancel my account! And if they ask why, I'll say your agent refused to give me info that I am legally entitled to ask for! Bye!
*Click.*
Okay, first off, even if he does cancel and goes with another ISP, they have the same practice as well. I think it's a federal thing actually, and I'm not risking my job because this guy refused to add verifiers to his account.
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